WFO Solution Expands Integration

Calabrio has continued the expansion of its ONE Workforce Optimisation Suite. 

The solution has been integrated with the Avaya Aura Contact Centre (AACC), including the Communications Server 1000 platform.

This extends the flexibility of their WFO software to new and existing Avaya Aura Contact Centre users, without forcing infrastructure upgrades, like automatic call distributor (ACD) hardware.

It also adds to its list of integrations offered, which include the Avaya Aura Call Centre Elite on the Communications Manager platform.

Calabrio ONE offers users a consistent experience and interface across call recording, quality management, workforce management; and speech, text and desktop analytics solutions.

Calabrio is a gold member of the Avaya DevConnect program; part of the Avaya program since 2008. The Avaya DevConnect program enables businesses to add best-in-class capabilities to their network, speed deployment of new applications and reduce both network complexity and implementation costs.

“Our direct software integration with AACC puts customers in control,” said Neil Griffiths, VP EMEA, Calabrio. “We pride ourselves on creating WFO software with a flexible and modern architecture that allows us to seamlessly integrate with any ACD.”